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Dell ​Enterprise Tech Support Engineer – Modular (f/m/d) in Halle, Germany

Enterprise Tech Support Engineer 2 – Modular (f/m/d)

Halle/Germany

We go out of our way to give our customers the help they need. Our Enterprise Technical Support team specializes in our most highly technical and sophisticated products – from IT hardware and software to servers, networking, storage and the cloud. Issues can span installation, operation, configuration, customization, performance and usage. Fully trained on the latest upgrades or new products, the team can diagnose the problem and recommend the right solution remotely by telephone, e-mail, chat or online.

As a part of Dell Technologies Modular Team you will be responsible for supporting cutting edge next-generation, data-center technologies such as Blade Chassis, VRTX, FX2, Cloud Servers, DSS, MD Storage and Tape Library.

Responsible for the overall customer satisfaction of server hardware and software product customers, you will provide outstanding technical support in a case based environment, possessing excellent customer service skills and the ability to make sound, informed decisions. Ability to think outside the box in resolving complex customer issues.

What you’ll achieve

As a Technical Support Engineer, you will resolve complex technical issues in a fast-paced, customer critical environment, working on improving processes, standards and strategies to perfect our Support Services.

You will:

  • Actively supports the customer in all aspects through to problem resolution keeping customer informed throughout life of incident.

  • Identifies and resolves issues affecting customer's servers, utilizing the tools available and resourcing necessary support staff.

  • Clearly and concisely logs and tracks details of solutions provided to resolve customer issue and maintains and updates customer database.

  • Responsible for following defined policies & procedures (e.g. verifies warranty entitlement, etc.).

  • Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.

  • Documents problems in the support solution database for diagnostics and solution implementation.

  • Performs case management functions as required to keep cases up to date and accurate.

  • Attends required technical training sessions and makes effective use of any assigned lab time.

  • Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.

  • Identifies, researches and provides input on unique or recurring customer problems.

  • Remains knowledgeable of Dell EMC’s product line, current industry products and technologies.

  • Focuses on delivering a positive customer experience according to Dell EMC standards.

  • Provides timely response to customer escalations with appropriate notification to all required EC staff (RMs, SAMs & TSMs, Management, SMTs)

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role.

Essential Requirements

  • Technical knowledge and demonstrated experience with VMware virtualization technologies

  • Technical knowledge and demonstrated experience with Microsoft Windows Server OS administration.

  • Excellent knowledge of server hardware (including SCSI, RAID and I/O topology); A+ certification desired.

  • Technical knowledge of Dell EMC hardware, particularly on blade servers and MD series storage. (Preferred but not required)

  • Working knowledge of layer 2 networking

  • Proven track record in maintaining and enhancing skill(s) level(s) according to future technology trends.

  • Excellent customer focus and communication skills

  • fluent German language skills

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here (https://jobs.dell.com/diversity-and-inclusion) .

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy-statement) .

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